Customer Processes, Support Processes and Management Processes

© May 2009 Helmut Jilling all rights reserved – rev 1/9/13

People frequently ask what is the difference between COP’s, SOP’s, and MOP’s (Customer
Oriented Processes and Support Oriented Processes).

First of all, it is not a requirement to use these terms, but it is a common, convenient
approach. If labeled correctly, internally it might make the process approach and process
map more clear and useful for your managers and employees.

A COP is a customer focused (oriented) process that must occur in order to ship product to
a customer. It is part of the critical path. For example, if we don't buy raw material, we
can't make and ship product.

An SOP is a supporting process. It is important, but not directly involved in making product.
For example, if we don’t do audits this month, or we don’t calibrate that gage, we could still
make and ship product, though the quality may begin to suffer.
 
So, simply, if it breaks the chain of product flow, it is a COP, and part of the critical path. If
it is only supporting, it is a SOP. Still important, but in a supporting role.

MOPs are merely a particular type of SOP, usually performed by managers (Hence, the M in
MOP). I wouldn't make the distinction of using this, unless you are at a company with a
separate Corp function. Processes at the separate Corp. function could be labeled MOP, if
you choose.
 
If we apply this simple view to your process chart, one should see a flow of product from
Sales to Shipping. They should be COPs. All the other administrative processes would be
outside the critical path, and be labeled SOPs. It sort of ends up looking like a wiring
schematic.
 
The primary inputs and outputs should be defined from process to process. Many people feel
this makes the map too complex and confusing. I agree. So, these inputs/outputs could be
defined in the separate process specific flowcharts or turtles. Keeping the top level Process
Map clean may be preferable.
 

rev _v2 12-22-12__ Printed on 12/31/2003 9:39 AM © May 2009 Helmut Jilling all rights reserved – rev 1/9/13 Page 1 of 1
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